Which of the following is not a recognized source of IT best practices according to ITIL?

A.

Proprietary knowledge

B.

Industry standards

C.

Training

D.

Auditors

Answer & Explanation

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Answer : [D]Explanation :

Auditors are not a recognized source of best practice; they are an external body
brought in to check something specific. The other three answers are all sources of best
practice.

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2.

Which of the following is a reason an organization might want to adopt ITIL best practices?

A.

Advice on the technical specification of infrastructure

B.

Advice on business strategy

C.

Development of programming techniques

D.

Management of IT services and budgetary controls

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Answer : [D]Explanation :

ITIL is a service management process framework concerned with planning, designing,
transitioning, operating, and improving IT services within budget.

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3.

Which of the following is the correct description of a service?

A.

Restores normal operations as soon as possible

B.

Delivers value to customers, without ownership of specific costs and risks

C.

Investigates the underlying cause of issues

D.

Monitors targets according to contractual obligations

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Answer : [B]Explanation :

This is the ITIL definition of a service; all services should deliver value to the customer.
A is the definition of incident management, C is an activity of problem management, and
D is an activity of supplier management.

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4.

What is this? "The result of carrying out an activity, following a process, or delivering an
IT service."

A.

A procedure

B.

A work instruction

C.

An outcome

D.

An input

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Answer : [C]Explanation :

This is the ITIL definition of an outcome, the result of doing something.

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5.

What is an IT service made up of?

A.

A combination of information technology, people, and processes

B.

A combination of best practices, information technology, and outcomes

C.

A combination of best practices, outcomes, and inputs

D.

A combination of controls, outcomes, and inputs

Answer & Explanation

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Answer : [A]Explanation :

This is the ITIL definition of the makeup of an IT service: the combination of processes
(strategic, design, transition, operations, and improvement), the underlying infrastructure
and applications the service is dependent on, and the roles required to support the service
through the lifecycle.